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Robert Half Logo Robert Half · IT - Administration

Help Desk Tier II Support

United States, Sandy · Job Posted May 27, 2026
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Job Description

We are looking for a Help Desk Tier II Support specialist to support our client in Sandy, Utah in a contract capacity with the potential to become permanent. This role is ideal for someone who enjoys solving technical issues thoroughly, partnering with others when needed, and delivering a high level of service to end users. The position supports a mix of desktop, network, server, and virtualization-related incidents, with an emphasis on strong documentation, clear communication, and dependable ticket resolution.

Job Responsibility

  • Investigate escalated support requests in depth, complete meaningful troubleshooting, and document all findings and actions before involving higher-tier technical teams
  • Diagnose connectivity problems across user devices, shared resources, and network paths, collaborating with infrastructure specialists to isolate root causes and restore service
  • Support incidents connected to VMware-based environments by identifying common virtualization issues and assisting with resolution of access, performance, and system availability concerns
  • Provide hands-on assistance with Windows desktop support, service desk requests, account access matters, and routine server-related issues affecting end users
  • Step in to manage Tier I workload during busy periods, helping maintain service levels while ensuring tickets continue to move toward resolution
  • Maintain accurate ticket notes, resolution details, and follow-up communication so cases are clearly tracked and efficiently handed off when necessary
  • Work through both Tier I and Tier II incidents with a focus on ownership, timely closure, and a positive support experience for internal customers
  • Travel on short notice when required to support business operations at domestic and international locations

Requirements

  • 4+ years of experience in help desk, desktop support, or service desk environments with responsibility for Tier II issue resolution
  • College degree or diploma in information technology, computer systems, or a related technical discipline
  • Industry certification such as CCNA or a comparable technical credential relevant to support and infrastructure troubleshooting
  • Demonstrated ability to troubleshoot Windows systems, service desk tickets, and user-facing technical problems with minimal supervision
  • Working knowledge of network troubleshooting concepts, including end-to-end connectivity analysis and coordination with infrastructure teams
  • Familiarity with VMware and basic server support, including permissions, access issues, and general environment awareness
  • Strong written and verbal communication skills with the ability to create thorough support documentation and close tickets effectively
  • Valid passport and availability to travel within the United States and internationally on short notice

What we offer

  • medical coverage
  • vision coverage
  • dental coverage
  • life and disability insurance
  • enrollment in company 401(k) plan
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